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If you’re worried about your payments now, or think you might struggle in the future, please don’t wait to contact us. Getting in touch early helps us understand your situation and offer the most appropriate support.
You can call us on 01772 377 835. We are open Monday to Friday, 9am – 5pm.
To help us look at all the options available to you, please have details of your income and expenditure ready when you call.
If you’re experiencing financial pressure, these steps may help you manage your situation and prioritise what matters most:
Prioritise essential payments: National Debtline considers essential bills to include your mortgage, utility bills, council tax, and TV licence. These should be prioritised first, alongside everyday necessities such as groceries and insurance, before dealing with other payments.
Check for benefits or credits: You may be eligible for state benefits or Universal Credit that could boost your income. It’s worth checking what support you might qualify for.
Review your insurance policies: If you have income protection or similar insurance in place, see whether it could help cover some of your payments during this time.
Get independent support and advice: Free, confidential guidance is available from organisations such as National Debtline, Citizens Advice Bureau, MoneyHelper, StepChange, and Money Wellness. They can help you understand your options and plan your next steps.
Keep everyone informed: If the mortage is held jointly, make sure they’re aware of your situation so everyone involved stays informed.
Getting in touch promptly: We’ll contact you as soon as possible to talk through what’s happened and discuss how we can help.
Offer tailored payment options: Based on your account and your individual circumstances, we may consider options such as:
You may also find it helpful to speak with your original adviser. They can review your circumstances and advise whether a different product may be more suitable for you.
Please be aware that switching to an alternative product is not guaranteed and you must seek advice before considering this option. Moving products may also involve additional fees and early repayment charges.
Arrears charges: If your mortgage falls into arrears, extra administration or legal costs may apply. If this happens, we’ll tell you what the charges are and when they apply.
Repossession: Repossession is always a last resort. We’ll continue to work with you and look at ways to avoid this. If court action does take place, we recommend getting free, independent legal advice.
If repossession becomes unavoidable, we’ll aim to sell your property as quickly as possible and for a fair price. After the loan, including interest, costs and charges have been paid, any remaining money will be returned to you.
All our lifetime mortgages meet the Equity Release Council standards. This means you’ll never have to repay more than your property is worth, even if the sale price does not cover the full debt as long as all terms and conditions are met.
If you still have questions, please call 03454 150 150 to speak to our customer support team or you can
read the FCA's guide on arrears below.
Read FCA's guide >